CCTS is actively committed to effective and efficient customer service in all areas, including our complaint-handling activities. Our standards for performance are modelled on the guiding principles described by the International Organization for Standardization (ISO) in its standard ISO 10003. In dealing with the public, with consumers who have complaints, and with telecommunications service providers, we commit to adherence to these standards, which reflect best practices.
|Principle & Description||CCTS Commitment|
|1. Consent to Participate Participation should be voluntary||
|2. Accessibility The process should be easy to find and use||
|3. Suitability The type of dispute resolution method offered to parties and the potential remedies should be suitable to the nature of the dispute||
|4. Fairness The intent of dispute resolution should be to resolve the dispute fairly and honestly. The organization must act impartially and objectively, and decisions should be fair and independent||
|5. Competence Organization personnel should have the attributes, skill, training and experience necessary to discharge their responsibilities||
|6. Timeliness Disputes should be resolved as expeditiously as possible given the nature of the dispute and the process used||Contact Centre and Pre-Investigation Complaint-Handling:
|7. Confidentiality Personal information of customers, and “trade secrets” of providers, should be kept confidential and protected, unless disclosure is required by law, or consent to disclosure is obtained||
|8. Transparency Sufficient information about the process, the provider and its performance should be disclosed to complainants, providers and the public||
|9. Legality The process should be operated in accordance with the applicable law and the agreement of the parties||
|10. Capacity Sufficient resources should be made available and committed to dispute resolution, and those resources should be managed effectively and efficiently||
|11. Continual Improvement Increased effectiveness and efficiency should be permanent objectives||
Reproduced with the permission of Canadian Standards Association from “CAN/CSA-ISO 10003-08 -Quality Management – Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations (Adopted ISO 10003:2007, first edition, 2007-12-01), which is copyrighted by Canadian Standards Association, 5060 Spectrum Way, Suite 100 Mississauga, ON L4W 5N6. While use of this material has been authorized, CSA shall not be responsible for the manner in which the information is presented, nor for any interpretations thereof.
Approved by the CCTS Board of Directors on October 29, 2013
To view the complete list of our participating telecommunications service providers (TSPs), please click below. You can choose to visit the websites of our participating TSPs, or you may select one from the list to make a complaint about a particular provider.
To make a complaint, use our Online Complaint Form!
It’s fast, easy and helps to ensure that we have all of the information we need to help you resolve your complaint.
You can also contact us to discuss your complaint or to ask us a question. Our offices are open from Monday to Friday, 9-8pm Eastern Time.
P.O. Box 56067 - Minto Place RO